InterContinental Hotels Group

Dear Mr. [redacted],Thank you for contacting IHG regarding the charge you received on your account from the InterContinental Hotels Hong Kong.  I appreciate the opportunity to further address your additional concerns and regret this continues to be an inconvenience for you. I have double-checked...

our records and as you have been previously advised in detail this reservation was made via the website with your personal IHG Platinum account credentials. If you feel that someone other than yourself made this reservation I suggest you change your PIN.  As our records do not show the reservation was cancelled and the hotel held the room all night anticipating your arrival, we are unable to issue any credit to your account. Your comments are documented with reference #[redacted].  Once again, thank you for contacting our office.  I regret we are unable to assist you further in this matter.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for your most recent contact to IHG. I do apologize for the misunderstanding regarding targeted promotions. I appreciate the opportunity to assist.As previously advised, targeted members received an email invitation with a promo code. Had you been targeted for this promotion...

you would have received the code in an email. This would have enabled the computer-generated promotion to automatically deposit qualifying points.As you stated in your 11/23/2017 communication, that it is kind of a game to you to take offers as bonus for personal and business trips; I hope this clarifies it for you. We announce many of our promotions to let people know what can be offered, but does not automatically mean they are eligible right now. But rather something to work towards. I am sorry for the misunderstanding, it is never our intention to mislead or disappoint our valued members such as yourself. But rather to advertise our many layers of options to work towards.  Regarding your request for Corporate details in Australia, our office in Australia is a satellite booking office. As previously advised, our Corporate office is in Salt Lake City, Utah USA, whose contact details have already been provided to you. Once again, we appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards Gold Elite membership is valued.  I know you have had many positive encounters with IHG Rewards Club and our hotels, and hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],We have received your most recent contact via Revdex.com. It is regretful you remain dissatisfied. I appreciate the opportunity to further address your concerns. As an IHG® Rewards Club member, you may purchase InterContinental Ambassador status. Purchase of InterContinental Ambassador status entitles you to higher levels of recognition and to all published benefits of InterContinental Ambassador status valid only at InterContinental Hotels & Resorts properties worldwide. Standard IHG® Rewards Club benefits apply when you stay at other hotels within the IHG family of brands - Crowne Plaza®, Hotel Indigo®, Holiday Inn®, Holiday Inn Express®, EVEN™ Hotels, HUALUXE™, Staybridge Suites® and Candlewood Suites®.Priority Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedback. As a Platinum member, you are always entitled to a free room upgrade. This benefit is at the discretion of the hotel to determine how much of an upgrade that they are able to extend. Upgrade levels vary depending on their anticipated occupancy level and the types/locations of the rooms that are still available and not reserved. The upgrade can be to the hotel's Concierge or Club Level (for Crowne Plaza) or to the hotel's Executive Level or Executive Edition Level (for Holiday Inn brands). The upgrade can also be to the best available room and may include rooms on higher floors, corner rooms, or rooms with preferred views. I am sorry you remain dissatisfied. To be fair to all of our valued members we must adhere to the terms and conditions. I have forwarded your additional comments to our program executives for possible future enhancements.Regards,Brenda J[redacted]IHG Rewards Clubwww.ihgrewardsclub.com

Dear Mr. [redacted],Thank you for your most recent contact to IHG regarding the Holiday Inn Express Brentwood North-Nashville Area. I am sorry to hear of your dissatisfaction with the room conditions. I appreciate the opportunity to further address your concern.As previously advised, I see your concern is currently being handled by our Senior Case Manager office per your escalation request. There has been extensive consideration regarding your claims. Our notes indicate you were contacted yesterday with a resolution. I encourage you to continue to work with that office. They are awaiting your reply in order to proceed with the compensation that has been determined. Once again, I appreciate you taking the time to share your comments with us. Your patronage and IHG Rewards Gold Elite Membership is valued. I wish you a good day!Kind regards, Brenda J[redacted]       IHG Case Manager Executive OfficeReference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT  84119Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected]

Dear Mr. [redacted],Thank you for contacting IHG Guest Relations regarding the Accelerate Change your view promotion. I am sorry to hear of your misunderstanding. I appreciate the opportunity to further address your concern.As you have been previously advised Holiday Inn Express hotels and Holiday Inn...

hotels are two different types of hotels and clearly offer different amenities. As your targeted offer is for Holiday Inn hotels a stay at Holiday Inn Express does not qualify. In order to be fair to all of our members we have a policy to follow and unfortunately you did not qualify for the offer. Your comments are documented with reference #[redacted].Once again, thank you for taking the time to contact us as we value your patronage and IHG Rewards Platinum Elite Membership. Should you require further assistance, please feel free to contact the IHG Rewards Club Service Center again.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],I have received your notification via Revdex.com. I have located your previous contacts and added your additional comments to the notes.  We do have a dedicated team that handles all the Best Price Guarantee issue. They are trained to handle all these concerns....

Unfortunately, I do not have access to their information and I am not in a position to override their decision. If you would like to discuss this further you must contact them directly via the website form http://www.ihg.com/hotels/us/en/customer-care/forms/claim-lowest-internet-rate. Your comments are documented with reference #[redacted].I regret I am not able to assist you further. Kind regards, Brenda J[redacted]       IHG Case Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Ms. [redacted],Thank you for your most recent contact to IHG.  I appreciate the opportunity to assist.I have been unable to locate your reservation for the Crowne Plaza as you have stated. The confirmation number [redacted] is for another hotel and confirmation number [redacted] was unable to be...

located with your name. Please provide the confirmation number for the reservation the Crowne Plaza made for you. Please reply to this email with your additional information. Your comments are documented with reference #[redacted].Once again, I appreciate you taking the time to contact us. I look forward to hearing back from you and being of further assistance. Kind regards, Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Dear Mr. [redacted],Thank you for contacting IHG regarding your experience with the Holiday Inn London - Kensington Forum. As an IHG Rewards Club member you are one of our most important guests, and I greatly appreciate you taking the time to bring this matter to our attention. I am very sorry to hear of...

your dissatisfaction with the room conditions, and the heater not working. I completely understand why this has left you dissatisfied and frustrated as this is not representative of the service we expect to provide.It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas, and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.I have forwarded your comments to the General Manager and ownership of this hotel, and I am confident they will take the necessary steps to continue to improve their services and ensure these issues are internally addressed and resolved. I happy to hear the hotel did move you to another room where the heat was working. In addition, in an effort to retain your patronage and demonstrate our concern in this matter, I have issued another 20,000 points to your account, on their behalf for a total of 40,000 points. These points will appear in your account within the next 7-10 business days.Once again, I appreciate you taking the time to share your comments with us. We value your patronage and IHG Rewards Platinum Elite Membership. We know you have many choices when it comes to lodging and I hope you will continue to choose IHG for your future travel needs.Kind Regards,Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Dear Mr. [redacted],Thank you for contacting us about the InterContinental At Doral Miami. I am sorry to hear about your disappointment with the Business Rewards program. I apologize for any inconvenience you have experienced.    Due to nature of your concern, I have forwarded your...

comments to the hotel management and ownership. They will be in touch with you within 48 hours, to discuss the situation further and address your concerns. Your comments are documented with reference #[redacted].We appreciate you as our guest and IHG Rewards Gold Elite member. Thank you for your patience.Kind regards,Brenda J[redacted]Executive OfficeIHG® Customer CarePhone - 1-800-621-0555Fax: 801-975-1846 Email - [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130

Hello Kristine,I have received your additional notification regarding Ms. Kenya J[redacted]'s concern. We have researched this billing issue with the hotel several times. I have contacted Ms. J[redacted] several times. While we sincerely regret the situation we are unable to verify the 2nd charge the guest is speaking of. Unfortunately, we are unable to investigate and resolve this billing concern further. Therefore, we have recommend Ms. J[redacted] contact her bank or credit card company directly.Regards,Brenda J[redacted]Customer CareIHGPhone - [redacted]Fax: [redacted]Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because: of the failure to address a lack of management on property, unfit condition of the hotel (- like a room smelling like vomit and caution tape and plastic blocking a hallway) and the safety concern.  Also does not address the hotel lying to priceline saying I did not complain when I did.  Sad that such a chain takes no responsibility for their negligence.  This response further affirms a corporate culture of negligence and dishonesty.   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for making it right, and you have in fact retained my business.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the response does not provide a substantive reply to the complaint. I have alleged that I met the terms of the Best Price Guarantee and that through a series of "run arounds" and other responses, I have not been given the free night that I should have received. The continued response of "contact the department by email" is a continuous "run around". I have contacted them by email on many occasions. if there is someone or some department better suited to respond to the Revdex.com complaint, please provide a response from them, otherwise, I would ask the Revdex.com to deem the allegations I have made as admitted by your company.
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your comments regarding your multiple concerns. I am sincerely sorry for the misunderstandings and frustration caused. I appreciate you taking the time to bring these issues to our attention and I will address each individually below.I regret any inconvenience you have...

experienced with the former Staybridge in Naperville Illinois. As many hotels are independently owned and operated, we are not always aware of when a franchised property changes ownership. This hotel as many IHG properties are franchised, as such IHG does not have access to their billing or accounting, we are unable to assist with these concerns. I am pleased to hear the hotel did credit back the overcharge.Regarding the other concerns, I did locate your previous contacts between you and your wife. I am truly sorry for the difficulties you have had with the point breaks reservations. They are as you know a wonderful great opportunity and subject to availability. Prime locations such as where you were booking in both cases sell out quickly. Just like yourself others are waiting and checking the list constantly. Only a limited amount of rooms is available for the Reward Night/Point break reservations. Once they have been booked that is it, even if there are other rooms available with a paying rate, the Points Break / Reward Night rooms are gone.Regarding the Sedona hotel, I have not been able to verify how or if the hotels can manipulate the system as you say they did. All indications show otherwise as they do not have total control of their bookings. They do have total control of their rates but they can only be put on the points break list if they request it. So what you say was told to you cannot be confirmed but will be looked into. I am however sorry you were not contacted by the hotel as was advised. In regards to your missing stays, I would be happy to look into that for you. Please forward to me the dates and the confirmation numbers. Please be sure to have reference #[redacted] attached to all correspondence. Because I do recognize the inconvenience and frustration you have encountered and this is never our intention, I have issued 40,000 points to your account as you have requested. Please allow 7 to 10 business days to reflect in your account. Once again, we appreciate your taking the time to contact us. We value you as our guest and IHG Rewards Spire Elite Member. I hope you will continue to choose IHG for your future travel needs.Kind regards, Brenda J[redacted]       IHG Case Manager Phone - 1-800-621-0555Fax: 801-975-1846Email: [email protected] No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is a step forward in the right direction.  Take note that escalating this to management and ownership may be one way out of many to address this.  I am not asking for much but what I am asking for will secure my continuing business with IHG and this particular location.
Furthermore, the information provided to me by phone from IHG Customer Relations (Tracey) and the information provided to me by the Front Desk Management did not line up which caused even more frustration at my end.Revdex.com, please ensure that both complaints are completed as mentioned in my detailed description.
Sincerely,
[redacted]

Hi [redacted],I have received your notification regarding Mr. [redacted]. I have documented them with reference [redacted]. As there were several issues to address I have reached out to Mr. [redacted] privately to obtain additional information. Regards,Brenda J[redacted]       IHG Case...

Manager Phone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi [redacted], I have received your notification regarding Mr. [redacted]. I was unable to locate a valid reservation for this guest to determine exactly the particulars regarding his concerns. I have reached out to Mr. [redacted] directly requesting additional information so that I can further...

investigate his comments. I have documented this in my office with reference #[redacted].Regards,Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Complaint: [redacted]
I am rejecting this response because:I do not agree with this. I stayed there for a matter of twelve hours and after calling the front desk multiple times because of the noise, and nothing was done, I chose to check out at 8 am and go to another hotel. A full refund should be issued. Jessica only agreed to issue a refund of $70. This does nothing for me. 
Sincerely,
[redacted]

Dear Mr. [redacted],I have received your comments via Revdex.com. I am sorry you have experienced difficulty in booking a room at the InterContinental Miami At Miami Ctr. I do appreciate the opportunity to assist. I have just now checked the hotels availability for Reward Night or...

Points and Cash reservations. The hotel does have rooms available for 35,000 points a night on your requested dates March 17 for 4 nights. You don't have enough points in your cache, but you can do a Points and Cash transaction. I can only assume when you called earlier the Reward Night allotment had been filled but has since opened up again due to a cancellation. Priority Club Rewards nights are similar to other special rates. Only so many rooms per night are available for Rewards Nights, similar to Triple A or AARP. We always recommend booking as soon as possible to ensure availability of Reward Nights. Please contact our IHG Rewards Club Service Center for assist in booking. The phone number is located on the back of your card.Once again, thank you for taking the time to contact us. We do value your patronage and IHG Rewards Platinum Elite Membership. Kind regards, Brenda J[redacted]       Customer CareIHGPhone - ###-###-####Fax: ###-###-####Reference No. [redacted]InterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT

Hi Kristine,I have received notification of Ms. J[redacted]'s concerns. I have created a case in our office with reference #[redacted]. I have documented the concerns and forwarded to the hotel management. I have emailed the guest as well as pasted a copy of the email into the case. I have returned the...

points the guest used for her stay. Regards,Brenda J[redacted]Customer CarePhone: [redacted]Fax: [redacted]IHGInterContinental Hotels Group AMERP.O. Box 30321Salt Lake City, UT 84130